REQUEST FOR EXPRESSION OF INTEREST (REOI) FOR CONDUCTING CUSTOMER SATISFACTION SURVEY at Equity Bank Rwanda Plc (EBR) Deadline: 17 October, 2025
REQUEST FOR EXPRESSION OF INTEREST (REOI)
FOR CONDUCTING CUSTOMER SATISFACTION SURVEY
REF: EBR/PROC/EOI/CSAT/10/2025
Date of Issue: 15th October 2025
Background:
Equity Bank Rwanda Plc (EBR) invites qualified and experienced firms to express interest in conducting a Customer Satisfaction Survey aimed at assessing customer perceptions, satisfaction levels, and overall experience across the Bank’s products, services, and touchpoints.
Objective of the Assignment
Generating actionable insights that will inform strategic improvements in customer experience, service quality, and product delivery.
Scope of Work
The assignment will include:
- Preparation of an Inception Report outlining methodology, sampling, and tools.
- Periodic progress updates during survey execution.
- Submission of a Final Report by 31st December 2025, detailing customer satisfaction metrics (NPS, CSAT, CES, CLV), mystery shopping findings, customer interviews, competitive benchmarking, and actionable recommendations with an implementation plan.
Eligibility and Qualifications
Interested firms must demonstrate:
- Minimum two (2) years of experience in customer or market research.
- Preferably, experience within the financial sector.
- Proven expertise in Customer Experience (CX) frameworks.
Submission Guidelines
Eligible firms should submit an Expression of Interest (EOI) Letter including:
- Company name, address, and contact details.
- Brief company profile and relevant experience.
- List of similar assignments with references.
- Availability of qualified staff and tools.
- Confirmation of eligibility to participate in public tenders in Rwanda.
All submissions must be made exclusively via: rw-procurement@equitybank.co.rw no later than 20th October 2025 at 4:00 PM (local time).
Requests for clarification must be submitted via the same email by 17th October 2025 at 4:00 PM.
Important Notice
This REOI does not constitute a solicitation or a commitment by EBR to award a contract. Only shortlisted firms will be invited to submit detailed proposals under a subsequent Request for Proposal (RFP).
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